CRA 2015 Section 23 — Repair Time Standards
How Long Can a Retailer Take to Repair Faulty Goods in the UK?
Under the Consumer Rights Act 2015, a repair must be completed within a reasonable time and without causing significant inconvenience to the consumer. The Act does not define "reasonable" — but in practice, ADR schemes and county courts treat 30 days as the outer limit for most goods. If a retailer exceeds this, your right to escalate to a replacement or refund activates immediately.
What Does 'Reasonable Time' Mean for a Repair Under CRA 2015?
CRA 2015 Section 23(2) states that a repair or replacement must be completed "within a reasonable time and without significant inconvenience to the consumer." It deliberately avoids setting a fixed number of days, because what is reasonable depends on the type of goods, the nature of the fault, and the circumstances.
In practice, the following factors determine reasonableness:
Type of goods
An essential household appliance (washing machine, fridge, boiler) has a tighter reasonable time window than a discretionary item. The more essential the item, the less time is reasonable.
Availability of replacement parts
Parts unavailability does not extend the consumer's patience indefinitely — it is the retailer's supply chain risk. If parts cannot be sourced in time, the repair fails the 'reasonable time' test and escalation rights activate.
The nature of the fault
A minor aesthetic repair may warrant more time. A safety-critical fault that makes the product unusable warrants very little.
What the consumer was told at the outset
If the retailer gave an estimated repair time and then substantially exceeded it, that is strong evidence the repair exceeded what was reasonable.
The 30-Day Standard
While not in the statute, 30 days is widely applied by ADR schemes and cited in consumer guidance as the outer limit for most repairs. If your retailer has had your product for more than 30 days without completing the repair, your escalation rights are almost certainly active.
What Should You Do If the Retailer Is Taking Too Long to Repair?
Calculate how long the repair has taken
From the day you sent or dropped off the item. Include transit days. If it has been more than 30 days, your escalation rights are likely active.
Write to the retailer formally
State in writing: the date you sent the item for repair, today's date, and that the repair has exceeded a reasonable time under CRA 2015 Section 23. State that you are now exercising your right to a replacement or refund and give a 7-day deadline for a response.
Request the item be returned in its current state
Ask them to return the product regardless of the repair status. Once it is back in your possession, you can assess the situation and proceed with your escalation.
Escalate if refused
If the retailer refuses to return the product or refuses to offer a replacement/refund, raise a chargeback claim (if within 120 days of transaction) or file a complaint with their ADR scheme — or both simultaneously if you can.
Frequently Asked Questions
How long does a retailer have to repair faulty goods in the UK?
CRA 2015 s.23 requires repair within a 'reasonable time' without significant inconvenience. In practice, 30 days is the outer limit for most goods. If exceeded, your right to escalate to replacement or refund activates.
What happens if a retailer takes more than 30 days to repair my product?
Write formally to the retailer stating the repair time has exceeded what is reasonable and invoke your escalation rights under CRA 2015 s.23(3). Demand a replacement or refund within 7 days.
Does repair time include transit days?
Yes. The clock runs from when the product left your possession, including transit both ways. All time away from you counts against the reasonable time standard.
Can a retailer extend the repair time if waiting for parts?
No. Parts unavailability is the retailer's supply chain risk. If parts cannot be sourced in time, the repair fails the reasonable time test and your escalation rights activate. You do not have to wait indefinitely.
What counts as significant inconvenience during a repair?
Assessed case by case using a reasonable-person standard. Key factors: the essentiality of the item, whether you have an alternative, the duration, and any additional costs you have incurred. Being without a washing machine for 3 weeks is significant inconvenience.
Related guides in this network:
Faulty Goods Fight-Back System
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